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Australia
Remote only
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Technical Account Management based in Australia.
We are looking for an experienced people leader to manage and develop a high-performing team of Technical Account Managers in a fast-growing, AI-driven SaaS environment. This hands-on leadership role combines technical expertise, customer success, and commercial ownership to drive adoption, retention, and account growth. You will coach team members, oversee complex customer engagements, and strengthen delivery practices across internal teams and external partners. A key focus will be advancing capabilities in workflow automation, integrations, and AI-powered solutions, including intelligent agents. Working closely with Sales, Product, Support, and the Partner Ecosystem, you will help deliver measurable customer outcomes while building scalable processes and a consistent standard of service.
As Manager, Technical Account Management, you will lead team performance, oversee customer portfolio outcomes, and improve technical delivery across a network of internal and external stakeholders. Your responsibilities will include:
Lead and develop the team: Hire, coach, and support Technical Account Managers, establish clear performance expectations, conduct career-development conversations, and build a strong pipeline of future leaders.
Drive customer and commercial outcomes: Own team-level retention, renewal readiness, and expansion performance in collaboration with Sales, account teams, and partners.
Monitor portfolio health: Use adoption, engagement, account health, and commercial indicators to identify risks, prioritize activities, forecast outcomes, and uncover growth opportunities.
Manage complex customer situations: Lead escalations and recovery plans, ensuring alignment between customer stakeholders, internal teams, and partners.
Improve delivery quality: Establish operating rhythms, playbooks, quality standards, responsibilities, handoffs, and escalation processes across onboarding, technical delivery, and ongoing account management.
Optimize team capacity: Balance account coverage, utilization, partner resources, delivery commitments, and sustainable workloads.
Advance technical and AI capabilities: Develop team expertise in workflow design, automation, integrations, AI Agents, and intelligent task-oriented systems.
Guide AI solution delivery: Coach teams on designing, prompting, testing, and refining AI Agents, with appropriate human oversight and measurable success criteria.
Promote automation internally: Embed AI and automation into delivery practices to improve efficiency while maintaining quality and customer trust.
Strengthen partner collaboration: Coordinate with implementation, consulting, and technology partners to extend delivery capacity and maintain accountability for customer outcomes.
Drive cross-functional improvements: Work with Sales, Services, Support, Product, and CX Operations to align customer strategy and execution.
Share customer and partner insights: Translate recurring needs, technical blockers, and delivery trends into actionable recommendations for Product, Engineering, and leadership.
The ideal candidate brings strong experience in technical account management or customer-facing technology delivery, combined with proven people leadership, commercial judgment, and the ability to scale processes in a dynamic SaaS environment. The following qualifications are expected:
At least 5 years of experience in Technical Account Management, Professional Services, Consulting, Customer Success, or a related technical delivery function.
At least 3 years of experience managing high-performing customer-facing or delivery teams in a SaaS environment.
Proven success delivering complex SaaS or technology engagements for SMB, mid-market, and enterprise customers, with measurable adoption, retention, or growth outcomes.
Strong understanding of agentic workflows and AI Agent prompting, with experience designing or guiding the implementation of intelligent, task-oriented systems.
Practical ability to evaluate AI-generated outputs, refine prompts and workflows, and establish appropriate human review and quality controls.
Technical fluency across configurable SaaS platforms, workflow design, automation, and integrations.
Experience working with implementation, consulting, or technology partners while maintaining clear ownership and delivery quality.
Strong commercial judgment, including renewal planning, risk assessment, forecasting, and identifying expansion opportunities.
Ability to manage multiple concurrent customer engagements, partners, and stakeholders in a fast-paced environment.
Excellent prioritization, problem-solving, and decision-making skills, with the ability to turn data into actionable improvements.
Strong communication and stakeholder-management skills, including confidence engaging with executive customers and partner leaders.
Experience leading cross-functional initiatives and influencing decisions beyond your immediate team.
An ownership mindset and the ability to create structure, operate at scale, and adapt to ambiguity in a changing environment.
Additional experience that would be advantageous includes:
Familiarity with ClickUp or similar work-management platforms.
Experience leading distributed teams and supporting customers across multiple markets.
Background in partner enablement, joint delivery playbooks, or partner-first service models.
Experience combining recurring account management with professional services delivery.
Fully remote working arrangement within Australia.
Opportunity to work in an AI-native SaaS environment at the forefront of the future of work.
Exposure to complex customer engagements and international partner ecosystems.
Opportunities to develop expertise in AI Agents, automation, and advanced workflow solutions.
A leadership position with meaningful influence over team development, customer outcomes, and operational strategy.
